Trusted Agent profile
★★★★★
86 reviews across 2 platforms
Birchgrove House, 102-104 Caerphilly Road, Birchgrove, Cardiff CF14 4AG
The Gray House's Cardiff office at Birchgrove House is rated 4.9 out of 5 across 86 reviews on two platforms, including 82 Google reviews rated 4.9. Checked 9 October 2026.
Every review we hold for the Cardiff office, from every platform, shown as written. First names only.
5/5
GoogleI’ve been a client of The Gray House for a bit over a year and the service they provide is brilliant. Communication is night and day compared to other agents I’ve used. They are responsive, professional, and actually take my concerns seriously. Highly recommended
5/5
GoogleI’ve rented from various letting agents over the last decade and this was by far one of the best experiences I’ve had. Michelle and Keith are warm and friendly. I was given a decision on my application quickly. Throughout my tenancy, I knew …
Thank Jess for taking the time to leave such a beautiful review. You were one of the loveliest tenants we have looked after and you were always so pleasant and friendly. We wish you every success with your new chapter, if we can ever be of assistance to you in the future we wouldnt hesitate to help. Good luck Jess!
5/5
GoogleWe have dealt with Michelle for many years and she has never let us down. We have a portfolio of properties which Michelle manages for us. Her knowledge of South Wales is excellent, she has helped not only with renting of properties but also provided expert advice when acquiring new properties. Our tenants always comment on how above and beyond Grays are willing to go for them. Thank you for all your hard work and we look forward to many more years to come!PositiveResponsiveness, Professionalism, Value
2/5
GoogleTLDR: Flat rent in Swansea. The flat is newly furnished and nice. However, this has to be the slowest agent in terms of response times I have ever interacted with. Checkout report exaggerated in ordinary fashion with a rude email to top it off. Some positives were the flat itself being very nice (which doesn't necessarily have anything to do with the agency), did the viewing quite quickly, and the application process overall was very good compared to other letting agencies. Overall, you will be OK renting with them. Rented a flat in Swansea with them. The agent is EXTREMELY SLOW in responding to emails. I vacated the property on the 27th of January with the final inspection done on the 2nd of February to only have that reported to me on the 22nd of February 20 DAYS later. And the moment I protested something on the checkout report I received a rude, uncalled for response in MINUTES. It is almost like the agent is not aware that I am not fully educated on the dozens of papers that you sign prior to renting a flat and instead of nicely clarifying things opts for being rude. The checkout report (as with ALL letting agencies) is extremely exaggerated. where literally some of the pictures I was sent contained a single strand of hair or a single piece of debri. Some of the pictures I could not even tell what is wrong with them with the letting agent claiming that the flat is "covered in hair and dust with no evidence dusting was done before I left" when the checkout report literally included a few corners in the flat that were dusty. In fact I specifically bought a dyson hoover to keep the flat clean and made good use of it prior to my departure. I did miss some spots which is fair enough and some deductions are to be expected for sure and I have no issues to pay them whatsoever, but the claim is insanely exaggerated without a shadow of a doubt for no reason. I was charged £25 to remove exactly 3 strands of hair and clean a smudge on the towel rack in the Bathroom but if you have rented flats before this is as good as you expect from any agency, I am yet to have a pleasing experience with a checkout report. The agent barely interacted with me at all. And the delay in response varied between hours to literal weeks. Very rude response to my email when I protested on a SINGLE point on the checkout report. You are probably fine renting with them. Can't assure how quickly you would get issues resolved given the insanely terrible communication, and expect the usual with any checkout report since real estate agents bring microscopes to the final inspection
Dear Mr Abdelhalim, Thank you for your detailed review. Firstly let us apologise that you felt our response time was too slow and rude, this falls below the expectations our company wishes to strive for. With regards to your statement the checkout report was ‘exaggerated’, when the end of tenancy inspection was carried out, we provided over 50 photos detailing where the cleaning had not been undertaken which supported the deposit deduction. These photos were evidence that the property had not been returned it the same clean state it was let to yourself. Unfortunately, fair wear and tear does not apply to cleaning and regrettably a deposit deduction was proposed to rectify this. We pride ourselves on due diligence for both our landlords (to look after their property and investment) and our tenants (providing them a safe clean home to enjoy). Whilst we apologise for the wait you experienced, we consider the deductions, which you agreed to, were reasonable and justified in this instance. Your review is however considered to be somewhat unfairly imbalanced. You state “Overall, you will be OK renting with them” but you give a 2 star rating? The flat required cleaning following the end of tenancy inspection. A reasonable cost was proposed and agreed from your deposit. On balance, your review would seem to be an arbitrary overview of The Gray House as a whole. It is a discredit to the company when poor review tactics are used as a platform to air grievances over reasonable and justifiable bond deductions. Yours sincerely Michelle Barber Director
5/5
GoogleMichelle and all of the others at The Gray House have been amazing! They have made moving in to our new property seamless and have been so warm and helpful. My partner and I have had bad experiences with multiple different letting agents around Cardiff but have been genuinely blown away so far at the friendly, tenant-first approach from these guys. Could not recommend enough!
5/5
GoogleExcellent from start to finish! Rebecca and Michelle were brilliant throughout the whole process! Would highly recommend!
Thank you so much for your wonderful review. We wish you all the very best in your fantastic new home!
5/5
TrustpilotRecently rented an investment property…
Recently rented an investment property through The Gray House and their service and professionalism was second to none. Michelle was able to achieve a let on first viewing, above the asking rent and to a fantastic tenant. Michelle provides a personal yet professional service, kept me informed of each step of the process and took care of everything from the viewing to referencing, the inventory and oversaw the move in process. Would not hesitate to recommend Michelle at The Gray House for your letting & property management requirements.
5/5
GoogleI had a fantastic experience with Keith and Michelle from the Gray House lettings. Their team was professional, responsive, and extremely helpful throughout the entire rental process. They made everything seamless and stress-free, from …
Thank you so much for your kind words and taking the time to leave such a fabulous review. It has been our pleasure to assist with your move and we wish you all the best in your new pad!
5/5
GoogleThe Gray House Lettings & Property couldn’t have been more helpful during our property search, During the whole process Michelle was there every step of the way to help and guide us where needed.PositiveResponsiveness, Quality, Professionalism, Value
Thank you so much for taking the time to leave such an amazing review. We are really grateful!
5/5
GoogleThe agent was very professional and extremely helpful. When I first arrived, Michelle made the effort of cleaning all the surfaces and keys and she made me feel very comfortable at my new home given the current crisis.
Thank you for your brilliant review Pablo!
5/5
GoogleSeamless handover of my property for fully managed rental. Michelle has been nothing but professional and organised with all queries handled promptly. Would highly recommend fir any landlords looking to rent their properties out.PositiveResponsiveness, Professionalism
Thank you Rhiannon for taking the time to leave us such a glowing review! It has been a pleasure acting on your behalf and we are so pleased that you have been so satisfied with our services.
5/5
GoogleI had a fantastic experience with Keith and Michelle from the Gray House lettings. Their team was professional, responsive, and extremely helpful throughout the entire rental process. They made everything seamless and stress-free, from viewing properties to signing the lease. Highly recommend for anyone looking for a reliable and efficient letting agent!
Thank you so much for your kind words and taking the time to leave such a fabulous review. It has been our pleasure to assist with your move and we wish you all the best in your new pad!
5/5
GoogleFrom start to finish my move was very smooth, Michelle at The Gray House was very professional and dealt with my queries straight away. Everything was done on time or faster. I would definitely use them again.PositiveResponsiveness, Professionalism
Thank you for your kind review Nick, your words are very much appreciated and we are delighted you were happy with our service. It was a pleasure to have assisted you with your move and we wish you all the best in your new home.
5/5
GoogleI’ve moved 3 times and I’ve never had service this good with such a easy process. Michelle was very helpful, professional and respectful. The application process was so quick and easy and we had no problems through out applications. I would definitely recommend this company to anyone looking for a house. Thank you M from Brend/Bec!!!PositiveQuality, Professionalism, Value
5/5
GoogleMichelle is really nice and I am happy to use her again in the future.
Thank you for your review and kind words Joanne! We really value and appreciate your 5 stars and wanted to pass you our thanks and gratitude as this means the world to a small business ⭐️
5/5
GoogleHave recently started a tenancy in a house managed by The Gray House. Michelle was super professional, friendly, and organised and made the whole process incredibly easy. Would highly recommend!PositiveProfessionalism
Thank you for your wonderfully kind review Stuart! It was an absolute pleasure to have assisted you and we wish you all the very best in your new home.
5/5
GoogleWell what can I say about the Gray House! Michelle is the utmost professional and has the ability to match and meet the requirements of both the tenant and landlord. A rare thing in the "rental world". A joy to work with on every level and manages all of our properties. Suberb service! .. Lady VPositiveResponsiveness, Quality, Professionalism, Value
5/5
GoogleI have known and dealt with Michelle for many years prior to her establishing this business. The Gray House is my first and only choice for lettings, management and most recently I have trusted her to sell my beloved home. Her enthusiasm and professionalism along with her work ethic make the Gray House the perfect choice.PositiveResponsiveness, Quality, Professionalism, Value
5/5
GoogleProfessional and friendly and excellent service. Will highly recommend to others. Michelle Keith and Becky provide a fantastic service.
5/5
GoogleMichelle is such a lovely friendly agent, who is easy to approach, always available and dedicated to her job. We can’t thank her enough for selling our property within 2days of being on the market. We would highly recommend her to anyone. Thank you so much Michelle. Best wishes and regards from Gareth and Jenna.PositiveResponsiveness, Professionalism, Value
5/5
GoogleMichelle and Keith have been amazing through every step of the process of my move. Helping with any questions I’ve had and solving any queries pretty much as soon as they arise. I definitely would recommend using the Grey House
Thank you Phoebe for taking the time to leave such a fabulous review! It has been a pleased to welcome you to Cardiff and to your new home!
5/5
GoogleMichelle and the team are kind, courteous and always go above and beyond customer service. I would recommend Michelle and her team.
Thank you for this absolutely wonderful review, the time you took to leave your comments is very much appreciated!
5/5
GoogleExcellent estate agent! Michelle was responsive throughout the whole process. Her work ethic is outstanding! She works tirelessly to make sure the ball is rolling and everything is in order. I tried so many other companies in different places but they all seemed so robotic and apathetic.PositiveResponsiveness, Quality, Professionalism, Value
5/5
GoogleProfessional, transparent and resourceful are a few of many great qualities of Michelle owner of The Gray House Lettings. If you're looking for prime locations and incredible service well you're in good hands, the whole process has been handled smoothly and in great time manner even though Covid. I will definitely use this agency again in the future to support the locals & independent!
Hello Simone, thank you for taking the time to leave such a brilliant review! It was a pleasure to assist you in to your new home!
Where the same review appears twice we show it once. We leave out reviews that name another agent or another of the brand's offices.
The Gray House's Cardiff office has 86 reviews across two platforms: 82 on Google, 4 on Trustpilot. Reviews may appear on more than one platform. Checked 9 October 2026.
The Gray House is rated 4.9 out of 5 across all 86 reviews, and 4.9 out of 5 on Google from 82 reviews, checked 9 October 2026.
The Gray House, Birchgrove House, 102-104 Caerphilly Road, Birchgrove, Cardiff CF14 4AG.
Ratings and review counts checked 9 October 2026. Is this your office? Claim your page.